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<p class=MsoNormal><span style='color:#1F497D'>I could totally be wrong, and
this is just a shot in the dark based on my experiences with UCCX. When a call
gets routed to an agent it seems to jump back to the top of the Q loop (I
gathered this because I can hear MOH cut out and back for a split second when
my call goes to ring a phone). What I’m guessing is happening is since
the call is ringing it’s not processing your menu step. I’m sure
somebody can tell me I’m wrong, or explain further.<o:p></o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
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<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> cisco-voip-bounces@puck.nether.net
[mailto:cisco-voip-bounces@puck.nether.net] <b>On Behalf Of </b>Dana Tong<br>
<b>Sent:</b> Tuesday, November 09, 2010 8:18 PM<br>
<b>To:</b> cisco-voip@puck.nether.net<br>
<b>Subject:</b> [cisco-voip] Default UCCX "connected" behaviour<o:p></o:p></span></p>
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<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><span lang=EN-AU>Hi guys,<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-AU><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-AU>I have the following scenario in my basic
contact centre:<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-AU><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-AU>Agents logged in but “not
ready”. <o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-AU>Calls queue fine and receive in-queue prompts
to hold or press 1 to leave a voicemail.<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-AU><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-AU>Agents logged in and ready but not
answering the phone.<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-AU>Calls queue and just hear MOH continuously.
<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-AU><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-AU>I’ve set the service parameter to
leave the agents in a ready state. (It’s just a small IT helpdesk and
they only have Phone Agent)<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-AU><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-AU>My question is: Is there any way to get the
calls that call in when the agent is ready but not answering the phone, to offer
the prompt to press 1 to leave a voicemail?<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-AU>Or is it standard behaviour for the call to
just receive MOH until someone answers the phone?<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-AU><br>
Thanks<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-AU>Dana<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-AU><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-AU style='font-size:12.0pt;font-family:"Times New Roman","serif"'><br>
______________________________________________________________________<br>
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For more information please visit http://www.messagelabs.com/email <br>
______________________________________________________________________<o:p></o:p></span></p>
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